IT Services Manager

Salary: £45,000 - 55,000 per year

Requirements:

• At least 3 years leadership experience within a technical environment
• Proven experience managing technical support teams within an MSP
• Experience overseeing both BAU support operations and technical project delivery
• Strong understanding of service management, SLAs, KPIs and escalation processes
• Demonstrable experience improving processes, team performance and customer satisfaction
• Strong leadership, communication and stakeholder management skills
• Commercial awareness with a customer-focused approach
• Full UK driving licence
• Broad technical knowledge across Microsoft 365, Exchange, Teams, SharePoint, Intune and Entra ID
• Microsoft Azure and cloud migration experience
• Networking experience across routing, switching, wireless and firewalls
• Cyber security technologies and best practice knowledge
• VoIP and Unified Communications experience
• Broadband, leased lines and connectivity knowledge
• Backup, Business Continuity and Disaster Recovery experience
• Experience with PSA, RMM and CRM platforms within an MSP environment
• ITIL, Microsoft certifications, 3CX, networking/security vendor certifications or ISO 9001/27001 knowledge would be advantageous

Responsibilities:

• Lead, mentor and develop teams across Helpdesk, Field Services, Projects and Technical Specialists
• Own day-to-day IT service delivery, ensuring SLA, KPI and customer service targets are achieved
• Manage resource planning, workload, utilisation and capacity across BAU support and project delivery
• Act as the senior escalation point for complex technical and service-related issues
• Review service performance, customer satisfaction and operational metrics, driving improvements where required
• Maintain technical standards, documentation, change control and best practice
• Oversee customer technology projects, ensuring effective resourcing, handovers and delivery
• Support technical pre-sales, including customer workshops, solution design, proposals and Statements of Work
• Develop structured training, certification and progression plans for the technical team
• Manage key technology suppliers and support technical and commercial decision-making
• Support compliance with ISO 9001, ISO 27001, Cyber Essentials and internal operational standards
• Drive automation, standardisation and continuous improvement across IT operations

Technologies:

• Azure
• Cloud
• CRM
• Support
• ITIL
• Microsoft 365
• Security
• SharePoint
• Office 365

More:

We are a growing UK Managed Service Provider based in Worcester, offering a salary of £45,000 to £55,000 DOE plus benefits. Our benefits include 25 days holiday plus bank holidays, funded training and certifications, a pension scheme, charity leave and free on-site parking. This is a senior leadership role with genuine scope to influence how IT services are delivered across support, field services and project delivery. You will work closely with Sales, Service Delivery, Project Management and senior stakeholders in a modern, collaborative environment, with opportunities for clear career development, optional social events and the chance to help shape the future of IT service delivery.

last updated 34 week of 2026